Clear, straightforward returns
Returns & Refunds
Most unused standard-stock items can be returned within 30 days of delivery. Start your request through our online Returns Portal and we will guide you through the correct return method.
How to return an item
Please request your return before sending anything back. This helps us approve the correct method and prevents delays when your parcel reaches us.
Open the portal
Enter the email address used for your order together with your order number.
Request the return
Select the item, choose the reason and upload photographs if the product is damaged or incorrect.
Send it securely
Use an approved portal label or your own insured service and package the item for safe transport.
Inspection & refund
We inspect the return and normally process an approved refund within 7 working days.
The product must meet the eligibility conditions below. Please do not send goods back without an approved return request or prior agreement from us.
What can be returned?
Eligibility depends on the product and its condition. Faulty, damaged or incorrectly supplied goods are handled separately below.
| Item type | Change-of-mind return | Conditions |
|---|---|---|
| Standard-stock products | Usually eligible | Unused, complete, in the original packaging and in clean, resellable condition. |
| Adhesives, oils, lacquers, cleaners and consumables | Conditional | Containers and seals must be unopened, with the product unused and suitable for resale. |
| Wood flooring | Conditional | Full unopened packs only, unused, undamaged and in their original clean packaging. Special-order flooring is excluded. |
| Hand and power tools | Usually eligible | Unused, complete with all supplied parts and accessories, and in the original undamaged packaging. |
| Custom, bespoke or made-to-order products | Not normally eligible | Goods made to your specification or clearly personalised cannot normally be returned for a change of mind, but your rights still apply if they are faulty or incorrectly supplied. |
| Other special-order products | Please check | Eligibility depends on the product and how it was ordered. Any return restriction will be explained before purchase and cannot override applicable statutory rights. |
| Used, installed, mixed, applied, cut or altered products | Not eligible | We cannot accept a change-of-mind return once a product has been used, installed or altered. |
Do not write on, tape labels directly to or mark the manufacturer's packaging. Place labels and paperwork on suitable protective outer packaging.
Change-of-mind returns
If you ordered the wrong product or no longer require it, the cost of returning it is your responsibility.
Generate a prepaid return label
For suitable parcels, a prepaid return label can be generated through our Returns Portal. The label cost is shown before submission and deducted from the approved refund.
- Use the label only for the approved item and parcel.
- Keep your proof of postage and tracking details.
- Label availability depends on the product's size, weight and contents.
Arrange the return yourself
You may use your own courier after your request has been approved. Choose a tracked service with enough insurance to cover the full value of the goods.
- The goods remain your responsibility until they reach us.
- Check that your courier accepts the product being returned.
- Retain your receipt, tracking and insurance details.
Contact us before submitting the return. Where our £25 collection service is suitable, the charge is normally deducted from your refund. If the refund is less than £25, the difference must be paid before collection can be arranged.
Packaging your return
Returned goods must be protected well enough to withstand normal parcel handling. Original retail packaging is not always sufficient transit packaging.
Protect the product and its packaging
- Use a strong outer box or protective wrapping suitable for the item's weight.
- Immobilise the contents and protect corners, lids, handles and exposed edges.
- Remove or cover old courier labels before attaching the new return label.
- Do not send leaking, open or inadequately sealed liquids.
A flooring carton alone is not enough
Flooring packs must be protected with suitable reinforced outer packaging or secured to an appropriate pallet, depending on the quantity and approved return method.
Damage caused by inadequate return packaging may reduce the refund or make the goods ineligible for a refund, subject to your legal rights.
Damaged, faulty or incorrect goods
If there is a problem with your order, report it through the Returns Portal as soon as possible so we can put it right.
Inspect before use or installation
- Check the parcel and product as soon as reasonably possible.
- Report visible damage, shortages or incorrect items promptly, ideally within 3 working days.
- Take clear photographs of the outer packaging, courier label, damage and complete product.
- Do not use, mix, apply, cut or install an item you believe is damaged, faulty or incorrect.
No return charge to you
If the goods are confirmed as damaged in transit, faulty or incorrectly supplied by us, we will arrange the appropriate return at no cost to you.
Depending on the circumstances and your legal rights, the appropriate solution may be a replacement, repair, price reduction or refund. The request to report visible damage promptly does not remove your statutory rights.
After we receive your return
Refunds and deductions
Approved refunds are made to the original payment method. We normally process them within 7 working days after the returned goods have been received and inspected. Your bank or payment provider may take additional time to show the funds in your account.
We will contact you before refusing or reducing a refund. Goods that cannot be refunded will normally be held for up to 14 days so that you can arrange collection at your cost.
Need to cancel an order?
Contact us immediately. We dispatch orders quickly, but if the order has not been processed or collected by the courier, we will do our best to cancel it before it leaves us.
Statutory rights are unaffected
Our 30-day policy is an additional return offer and does not limit your legal rights. Consumers buying online normally have 14 days after delivery to notify us that they wish to cancel an eligible order, followed by 14 days to return the goods. You may inspect goods as you would in a shop, although a lawful reduction may be made for handling beyond what is reasonably necessary. Faulty goods are protected separately under the Consumer Rights Act 2015. References to statutory consumer rights apply where the purchaser is acting as a consumer.
Ready to start your return?
Use the Returns Portal with your order number and the email address used at checkout. For a large or heavy product, contact us first so we can confirm the correct return method.
Return address: Wiltshire Wood Flooring Supplies, Unit 1 Penton Business Park, Stephenson Road, Churchfields Industrial Estate, Salisbury, SP2 7NP. Please obtain approval before returning goods.